ComplaintsforTuro

Auto Rentals and Leasing

Additional Complaint Information

Customer Complaint:

Turo came to BBB’s attention in July 2011. A review of complaints was completed in July 2024.

Consumers and Hosts are urged to review the following link for information on terms of service.

https://turo.com/us/en/policies/terms

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Initial Complaint
12/30/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We rented a vehicle on their site. We have rented multiple times with no issue. This time we picked the car up. It was filthy. In addition the check engine light was on and a tire was low. We requested another car. He said he would repair the tire if it went flat too quickly. What is too quickly I asked. He said if it goes flat over night. I told him we wanted a different car. He said he didnt have another car. We nursed the car along airing it up every day. He turned in a claim on us saying we caused the issue. This vehicle was dangerous from the beginning. We want the damage to be removed from our account.
Business response
09/14/2022
Hello

Thank you for the feedback. Regarding the customer's claim issue, we have reviewed it and the customer was provided an explanation of the claim estimation process on 12/27/2021. Additionally the customer was informed about claims coverage in general on 12/30/2021.

Best
Turo
Initial Complaint
12/29/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12-29-2021 I was charge $257 by the app Turo after my super host alleged I smoked in his vehicle. As the customer, my account was banned and I was never able to view the attached proof only being told I have to pay the demanded amount for violation. In reaching out to the app, they are unable to provide me with photos of this proof, they are unable to show me my photos I attached of the car at check out & was charged regardless. Turo allowed the host to submit false photos after I escalated an billing issue refusing to pay the host parking garage fee. Turo allows their host to retaliate against the customers after they dont get what they want and provides no proof of care to customers only telling them they cannot chat with a human in that department. Car was returned as expected with full gas, no damages & cash to pay for garage receipt. By photo of cash there are no ash remnants on seat.
Business response
09/16/2022
Hello
Thank you for the feedback. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding the smoking claim on 12/29/21. Customer does not agree with **********************'s decision regarding their issue.
Best
Turo
Initial Complaint
12/29/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a car through Turo back in November. I was flying from overseas and my dates were wrong for the reservation. I did not get a chance to rent the car at all. The owner of the car stated that he would give a refund and stated that he tried but I had to send email requesting as such. I sent email to Turo and to no avail did I ever receive any email back. So, at this point I have since returned back to ******* and rented the same car without a hitch. I would like to get my money back because no services were rendered. The owner stated that I was not refunded because someone not me has deemed the trip as complete.
Business response
09/16/2022
Hello

Thank you for the feedback. Regarding the customers issue, we have reviewed it and the customer was refunded a partial amount of their transaction per policy on 9/16/22. We contacted the customer and provided them an update on the status of their account on 9/16/22.

Best
Turo
Initial Complaint
12/28/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So I rented from Turo based on a recommendation from an Enterprise agent who stated they didnt charge ridiculous deposits. We use the car. We have no issues with the car. We return the car. The host even begs for me to leave him a good review and everything. As you can imagine my utter shock when the next evening I get an email saying I owe $250. Why do I owe this? Because they are claiming I was smoking in the car. They claim they even have evidence of said smoking. I want it noted not only do I not smoke and have NEVER smoked a day in my life but my 3 year old was in the car with me THE ENTIRE TIME I used the car. Im now going to attach the pictures that were sent to me that is supposed to be evidence of smoking. I want you to know this is UNDERNEATH one of the seats. And as you can see those are SUNFLOWER SEEDS. Im being charged $250 for FIVE sunflower seeds which were clearly caught in the track of the seat that got missed by the vacuum. When I reached out to support they deleted my account, (which I literally dont care as I intended on never doing business with them again after this anyways), wouldnt listen to me, didnt even acknowledge what I said at all. The issue is they are claiming the $250 is going to a collection agency and will affect my credit. Sooooo l didnt damage the car, I cleaned the car, AND returned it all without a problem but they can STRAIGHT up make up that someone smoked in the car based on SUNFLOWER SEEDS and my credit has to suffer because they are SCAMMERS!!! They thought during the holidays I probably have extra money to throw away. If you ever consider doing business with these disgusting thieving animals I suggest you dont. SCAM SCAM SCAM
Business response
09/16/2022
Hello
Thank you for the feedback. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding the smoking claim and provided multiple additional photos beside the one shown here on 12/28/21. Customer does not agree with **********************'s decision regarding their issue.
Best
Turo

Customer response
09/17/2022

Complaint: 16406177

I am rejecting this response because youre still being dishonest and doing dishonest business practices. Provided ALL of the photos you claim to have sent me. I completely acknowledged you sent a picture of a lighter. That does not mean I smoked in the vehicle. I ask that you provide the pictures you claim to have sent me and show how its any different then what I uploaded or spoke. Ive even gone online to ******* and other social media platforms and it appears from other complaints there this company LOVES giving out this fee with no actual valid reason. How does a sunflower seed and a lighter wedged DEEP between a seat mean Im smoking when again I can literally PROVE I was in a vehicle going cross country with a child in the back seat the SNTIRE TIME who has respiratory issues. Explain.

Sincerely,

***************************
Business response
09/26/2022
Hello
Thank you for the feedback. Customer does not agree with **********************'s decision regarding their issue.
Best
Turo

Customer response
09/29/2022

Complaint: 16406177

I am rejecting this response because: they didnt say anything. They posted the same pictures I posted which are of sunflower seeds. This company is a scam. The fee is a scam. The business in no way addressed this matter and tried to put this on my credit score. If that is not removed I will NOT drop my complaint.

Sincerely,

***************************
Initial Complaint
12/27/2021
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a vehicle from Turo on 10/21/21. The car was involved in an accident. I had full coverage through my insurance company State Farm. There was subrogation between State Farm and Turo and it was paid in full by State Farm to Turo in the amount of $4250.41. Turo has now emailed me and is demanding a payment of $2796.01 from me because I did not buy their insurance. Why would I buy their insurance when I have better coverage through my own?
Business response
09/16/2022
Hello
Thank you for the feedback. Regarding the customer's issue, we have initially reviewed it and the customer was contacted on 12/28/21 and advised of the decision and next steps.
Best
Turo
Initial Complaint
12/27/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I rented a vehicle, a 2017 **** Escape, from a host on Turo. I paid $3200 to have it returned by Dec 26, for a five week rental. On Dec 24, I began to receive harassing messages from the host that she would use her wife, grants pass PD detective, to arrest me for not having the vehicle back on time. I told her it was not safe to drive according to road hazard conditions from Brookings to grants pass, and she threatened my arrest. I contacted Turo immediately for risk of property, life and freedom. On the morning of Dec 26, I had already arranged with Turo to have it towed back to grants pass after the electrical components wouldn't ignite the engine to the car. For three days I arranged to get it to her and she and multiple calls from grants pass pd and private numbers, including her wife, threatened me about returning the car. At that time turo already agreed to intervene through their executive support team. Their safety and trust team however refuses to take any responsibility for forcibly endangering my life on dangerous road where I was hit by oncoming traffic in my lane a month before. Turos safety and trust team are refusing to accept the facts, Thay I relinquished the vehicle the day it was due, plus I offered to turn it into the ***** county sheriff two days early since the host refused to acknowledge the danger she was putting me in despite me paying in full, despite me contacting turo support to ensure it's safe return to the owner. Further Turo allowed the vehicle to be rented despite expired tags and registration, which expired in **** in 2020. The vehicles sensitive electronics could have left me stranded anywhere as it did at the location where it wouldn't start. Turo keeps threatening me even though it's in their possession via their roadside assistance program. The recommended way into the valley to return the car was chains. The owner did not have chains. So I put it in the care of turo, which took my $3200 and then accused me of trying to steal.
Business response
09/16/2022
Hello

Thank you for the feedback. Regarding the customers issue, we have reviewed it and the customer's concerns were addressed on 1/1/22.

Best
Turo

Customer response
09/17/2022

Complaint: 16402479

I am rejecting this response because: turo allows predator police officers to overcharge for rentals and did nothing in return to protect the consumer.

Sincerely,

*******************************
Business response
09/26/2022
Hello
Thank you for the feedback. Customer does not agree with **********************'s decision regarding their issue.
Best
Turo
Initial Complaint
12/23/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was charged a penalty of $257.50 by Turo for violating their no smoking policy. They claimed to have sent me pictures providing evidence to so said violation that I cannot open to review their claim. They have stolen this money from me and I would like resolution to this problem. Turo is not willing to listen or help at all to resolve this issue.
Business response
09/16/2022
Hello
Thank you for the feedback. Regarding the customer's issue, we have reviewed it and the customer was notified of **********************'s decision regarding the smoking claim on 12/22/21. Customer does not agree with **********************'s decision regarding their issue.
Best
Turo

Customer response
09/21/2022

Complaint: 16392716

I am rejecting this response because:

Turo has provided me no evidence of any wrong doing on my part in this said case. They claim to have sent me pictures through Turo app but the moment I was charged with violating their policy, I was not able to access app to view any pictures of my so called wrong doing. The problem I have with Turo is that they charged me without sending any proof that I did anything violating their policy. This to me is a form of fraud and should be looked at as theft by Turo company towards me. I think this is an easy way for Turo and vendors to make an easy buck by defrauding customers of money without repercussion.

Sincerely,

*******************
Business response
09/26/2022
Hello

Thank you for the feedback. Regarding the customer's account issue, we have reviewed it and the customer was provided an explanation of their account status on November 21, 2022.

Best
Turo
Customer response
09/29/2022

Complaint: 16392716

I am rejecting this response because:
The only thing Turo has done for me is lock me out of my account so I cannot review any evidence of me doing anything wrong. Turo is guilty of fraud and I would like my debit card reimbursed immediately for the sum of 250$ charged to me. Turo has just as much responsibility to this matter as the individual who rented me his car.

Sincerely,

*******************
Initial Complaint
12/22/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In September I rented a car from Turo and used a toll road in one day between *********** and *********. Two months later, Turo charged me over $100 for "reimbursement". I kept asking for proof of the toll roads invoice, to which they strictly answered with links that took me to the Turo website, rather than showing me actual invoices. It has now been a month that I haven't heard back from them on this matter and I also have never seen an actual invoice for the supposed $100+ toll roads invoice. For anyone who doesn't know, a typical one-time toll roads charge is around $8. They are now unresponsive and I am not sure how I can move forward, legally speaking.
Business response
09/16/2022
Hello

Thank you for the feedback. Regarding the customers issue, the customer was sent proof multiple times and explained how to see it on the platform on 11/28/21.

Best
Turo
Initial Complaint
12/21/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was charged for tickets for a veg=hicle which have never been produced. $300 worth of tickets which I did not recieve any tickets in the rented vehicle and I have never been shown proof of the tickets.
Business response
09/16/2022
Hello
Thank you for the feedback. Regarding the customers issue, we have reviewed it and the customer was refunded the full amount of their transaction on 9/16/22. We contacted the customer and provided them an update on the status of their account on 9/16/22.
Best
Turo
Initial Complaint
12/20/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Wednesday March 17 and Thursday March 18 2021.$249.45 I wasn't provided a refund on my trip to ********** that I had to cancel.I have reached out multiple times to get my refund. Turo continues to say I was refunded when I wasn't. Turo refuses to refund me. They have done nothing to resolve the problem.Reservation #*******
Business response
09/16/2022
Hello

Thank you for the feedback. Regarding the customers issue, we have reviewed it and the customer was refunded the full amount of their transaction on 3/18/21. We contacted the customer and provided them an update on the status of their refund on 10/27/21 when they reached out again.

Best
Turo

Customer response
09/17/2022

Complaint: 16383044

I am rejecting this response because:

Sincerely,

***********************
Business response
09/26/2022
Hello
Thank you for the feedback. Customer does not agree with **********************'s decision regarding their issue.
Best
Turo

Customer response
10/04/2022

Complaint: 16383044

I am rejecting this response because: the business Turo is lying. The refuse to refund my money. I was told it was refunded to my account. My bank hasn't received any communication from ************************************************************************************

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